Mystery Shopper called on travel agencies in Worcester Park this week to ask about a forthcoming trip on Eurostar. Mystery Shopper wanted to know how much it would cost for a short break, travelling within a couple of weeks, which involved the train trip and an overnight stay. The choice of destination was flexible .
*****
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
* Sales technique
Top-scoring agency each week receives a Travel Weekly certificate of commendation
Please note that no additional information will be given about Mystery Shopper’s visits
Lunn Poly, 119 Central Road, Worcester Park
*****
THE MEDIUM-sized agency was plainly but neatly decorated but the brochure racks looked half empty.
There were two consultants on duty, both were busy with customers so I had a 20min wait. A third person came out from the back office and offered me a seat, and then disappeared again.
Finally, it was my turn. On hearing my enquiry, the consultant picked out Crystal Cities, Cresta Eurostar and Cresta Cities. She suggested I look through them all and pick out a selection of hotels and then she would phone through for availability.
She explained to me that as I was travelling in the near future, all the operators would have released back any unsold rooms to the hoteliers, and that would mean she would need to telephone to check what options I would have.
She commented that for a short break, I should concentrate on destinations like Paris, Lille, Brussels, Bruges, Antwerp and Amsterdam as anywhere else would require longer journeys and connections. She gave me her business card and asked me to call her as soon as I had worked out my preferences. It was a simple enough enquiry, but the consultant impressed by giving a very thorough service.
She sounded knowledgeable with her explanation about operator policies on taking allocations of hotel rooms, and was the only consultant to even suggest I call her to make booking.
* Agency appearance
* Product knowledge
* Staff attitude
* Sales technique
Going Places, 124 Central Road, Worcester Park,
***
Smartly appointed, spacious agency with a good selection of brochures on the racks.
One consultant was on duty. She was busy with a customer but I was told she would be with me shortly. On hearing my enquiry, she checked if I needed accommodation, and picked out the Paris Travel Service brochure.
She said that for one night stays, she would need to phone to check availability as the brochure featured two and three-night packages. She assumed what I asked for Eurostar I wanted to go to Paris.
When I asked about other destinations, she picked out Going Places City Breaks brochure.
* Agency appearance
* Staff attitude
* Brochure racking
Tip: I was not asked to call again – don’t act like a brochure distribution dept, try to get a sale.
Thomas Cook, 127 Central Road, Worcester Park
*
Four consultants were on duty in this very smart looking agency which appeared to have been refurbished recently.
I was served immediately by a consultant who misunderstood what I said when I asked for the “channel train” and explained that no-one in Worcester Park booked rail.
I clarified it by saying Eurostar, and she went in search of a leaflet to no avail. She checked what looked like a grid of fares, for office use only, and photocopied it for me. She said I would be charged £10 extra for booking the fares and every other agent would do the same. She agreed with me that I would be better off going direct.
* Agency appearance
Tip: It’s always good to throw in a few deals about the way tour operators work. It makes you sound very knowledgeable.
Ember Travel and Tours, 32 Central Road, Worcester Park
*
Four consultants were on duty in this medium-sized, old-fashioned looking agency.
A wide selection of brochures were on display. I was served immediately by a consultant who asked if I was interested in both travel and accommodation.
She mentioned hotels would all be subject to availability at this point, and she would have to call the hotels to check.
She picked out Travelscene Eurostar brochure and said the service went direct to Paris, Brussels and, Bruges – which was incorrect – and everything else would require a connection. She handed over the brochure without suggesting I call back.
* Brochure racking
Tip: I felt like I was being hassled out the door. Take your time with the client, even if you do think they are wasting your time. It might be Mystery Shopper.